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The role of a Senior Caseworker is to work within one of TPOs casework teams, such as Adjudication, Early Resolution, Assessment or Contact & Support, according to business need. In all cases this will require a customer focused approach to complaint management and resolution, dealing with complex cases and working to ensure fair and rational outcomes in a speedy and proportionate manner. They will need to take into account relevant legislation and TPO’s statutory powers and purpose.
Job Responsibility:
Work within one of TPOs casework teams, such as Adjudication, Early Resolution, Assessment or Contact & Support
Deal with complex cases and working to ensure fair and rational outcomes in a speedy and proportionate manner
Take into account relevant legislation and TPO’s statutory powers and purpose
Requirements:
Manage a portfolio of complex cases that require more formal investigation
Ensure TPO’s casework management system is updated accurately
Investigate cases by identifying the key issues, gathering information and examining evidence
Write concise, articulate and well-reasoned outcomes on the merits of complaints
Mentor and assist in the training of less experienced members of staff
Share knowledge and provide technical support to others
Ensure that TPO’s processes and procedures are adhered to
Develop relationships, both internal and external, that will enable effective management of caseload
Working flexibly across Casework as necessary
All applicants must have a right to work in the UK and be prepared to be security cleared to Baseline Personnel Security Standard
What we offer:
Several pension options as part of the Civil Service Pension Scheme, including defined benefits
27.5 days annual leave increasing to 32.5 depending on length of service plus the option to buy and sell annual leave
Discretionary staff reward scheme
Comprehensive support for growth with learning and development programme to boost your career